Director, Customer Experience Operations

WellDyne • Hybrid, FL, FL

2d

About The Position

The Director, Customer Experience Operations sits within Customer Care and serves as a critical conduit between internal operations and cross-functional partners, including Client Services, IT, and other support teams. This role is responsible for ensuring alignment across stakeholders to deliver seamless client experiences, drive operational performance, and resolve issues effectively. By bridging communication, translating client and customer needs into actionable plans, and leading cross-functional coordination, the Director plays a key role in enhancing service delivery, supporting program success, and maintaining strong client relationships. (This role may or may not have direct reports).

Requirements

• Bachelor’s degree in business administration, Communications, or a related field preferred (or equivalent work experience).
• 10+ years of leadership experience in client experience, customer operations, or call center management.
• Proven experience managing client relationships and leading performance-driven initiatives.
• Experience handling complex escalations and root cause analysis in a client-facing environment.
• Experience with vendor/outsourced partner management strongly preferred.
• Demonstrated experience supporting program implementations and cross-functional project work.
• Experience leading and motivating teams, both through direct reporting relationships and through influence in a cross-functional environment.
• Strong understanding of call center operations, performance metrics (AHT, quality, NPS, etc.), and continuous improvement practices.
• Advanced problem-solving and root cause analysis skills, with the ability to translate findings into actionable solutions.
• Excellent client-facing communication and presentation skills, including experience leading QBRs and managing escalations.
• Ability to prioritize and manage high-impact issues under pressure, ensuring timely resolution and stakeholder satisfaction.
• Strong project management and organizational skills, with the ability to manage multiple priorities simultaneously.
• Experience collaborating with technology teams to scope and implement solutions.
• Proven ability to influence and coach leaders (supervisors/managers) to drive performance improvements.
• Strong analytical skills with the ability to interpret data and identify trends.
• Ability to build and maintain relationships with internal stakeholders, clients, and external vendors.
• High level of adaptability and ability to operate effectively in a fast-paced, evolving environment.

Responsibilities

• Lead and facilitate client call calibrations to ensure alignment on quality standards, expectations, and performance outcomes.
• Manage and conduct Quarterly Business Reviews (QBRs), providing insights, performance metrics, and strategic recommendations to clients.
• Collaborate with cross-functional teams to gather, define, and document client requirements, supporting the setting up of new programs and successful implementations.
• Oversee vendor management, including ownership of external partner relationships with a focus on performance monitoring, reporting, and continuous improvement.
• Scope and define VCP (Voice/Customer Platform) projects, serving as the primary interface with technology teams to ensure accurate requirements and successful execution.
• Drive performance management initiatives, partnering with supervisors and managers to improve key operational metrics such as Average Handle Time (AHT), quality, and overall service delivery.
• Own and manage client escalations, conducting deep-dive analysis to determine root cause, assess business impact, and drive corrective actions through to resolution.
• Identify systemic issues and recurring trends, prioritizing the highest-impact opportunities and partnering with cross-functional teams to implement sustainable solutions.
• Proactively chase down resolution paths across teams, ensuring accountability, timely follow-up, and clear communication to stakeholders and clients.
• Analyze performance data and operational trends to identify opportunities for improvement and enhance client satisfaction.
• Provide leadership coverage for the VP and Senior Director, ensuring continuity of operations, decision-making, and team support as needed.
• Foster strong client relationships through proactive communication, issue resolution, and continuous alignment on business goals.
• Provides leadership and guidance to team members and cross-functional partners and may assume direct people management responsibilities as required.
• Additional duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Director